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Developing a Global Business Services (GBS) delivery model: A Guide for Your Organization

Krzysztof Herdzik

Krzysztof Herdzik

GBS/SSC/BPO Practicioner



When it comes to global business services, there is no one-size-fits-all approach. Every organization has different needs and requirements when it comes to expanding its operations into new markets. That’s why it’s important to develop a delivery model that is tailored specifically for your company. In this guide, we will discuss the key steps involved in creating a delivery model for your global business services strategy. We’ll also provide tips and advice for each stage of delivery so you can make the most of your investment in global expansion.

Developing a global business services delivery model is not as simple as it sounds. There are many factors that you need to consider, including your company’s current financial position and the global market conditions. The goal of this process should be to create an effective strategy that will allow you to achieve long-term success while minimizing risk exposure in uncertain times such as now (Covid19). You may also face challenges with scaling up certain aspects of your global operations if they do not fit well into existing structures or processes already in place at home – but don’t worry; we’ll cover all these topics throughout this guide too! It’s important for businesses looking into global expansion opportunities first to identify their needs before developing any concrete plans.

The global business services delivery model will be heavily reliant on the specific goals of your company.

In order to develop a global business service delivery model, you must first understand the different types of delivery models that are available to you:

There are four common global business service delivery models which can be summarized as follows:

– Centralized model: In this type of model, all global business services are delivered from a single centralized location. This is often used by companies who want to maintain tight control over their operations and standardize processes across all regions. However, it can also lead to communication and coordination problems if not implemented correctly.

– Decentralized Model: With this approach, each business area/function lead their own global business processes. This can be a good option for companies who want to have more control over their functional operations, but it can also lead to inconsistency and duplication of effort if not managed properly.

– Hybrid Model: A hybrid delivery model combines aspects of both the centralized and decentralized models. This is often seen as the most effective approach, as it allows companies to maintain global control while still giving functional teams some autonomy.

– Distributed Model: In this model, global business services are delivered from multiple locations around the world. This can be a good option for companies who want to run their global operations in close collaboration with local partners or customers.

Once you have identified the type of delivery model that best suits your global business services strategy, the next step is determining how these global processes will be delivered. There are four common delivery options:

– Global in-house center (GIC): With this option, global business services are managed by an internal team of employees located at single or multiple locations.

– Nearshore model: This approach uses outsourced providers who work from another location that’s near your company’s headquarters.

– Offshore model: In this type of delivery, global business processes are managed by internal teams or third-party vendors located overseas.

– Shared Services Model: These global service models rely on shared resources and expertise across multiple locations around the world to deliver global process management capabilities at scale.

Infrastructure and Global Delivery Framework

Once you have decided on the global delivery model and the delivery method, it’s important to consider the infrastructure that will be needed to support these operations. This includes everything from telecommunications and data centres to office space and employee accommodation. You also need to think about how you will manage your global workforce, including HR processes such as payroll, benefits, and training.

Setting up Governance Structure

The final step in developing a global business service delivery model is creating a governance framework that will provide clear guidance on decision-making procedures and management responsibilities for global operations. This framework should include policies on topics such as budgeting, risk management, quality assurance, and change control. It’s also important to establish a communications strategy that will help ensure that all stakeholders are kept up-to-date on global business service delivery progress and issues.


Developing a global business service delivery model can be a complex process, but following these steps will help you create a strategy that meets the needs of your organization.

If you’re looking for more information on global business service delivery models, please contact me today. I would be happy to help!

Krzysztof Herdzik

GBS/SSC/BPO Practicioner

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